We are looking for a highly experienced and proven leader to join our eCommerce team as the head of our UX Research, Strategy and Design. The candidate will be leveraging a lean approach and a thorough HCD process, uncovering customer key moments of truth and creating innovative experiences grounded in that understanding and will lead the eCommerce customer journey for the TFG Group.
The successful candidate will report to the head of eCommerce Operations and Optimization.
Our team is a diverse mix of fashion lovers and online junkies. The group culture is grounded with a strong sense of shared values and passion for retail and customer centricity. We are based in Cape Town and you will be working in our Design Centre.
Develop a UX vision based on customer and business needs, coupled with a plan for evolutionary, iterative updates, that realize the larger vision over time and deliver measurable, near and long-term business value.
Build and deliver a scalable UX practice including the people, process and tools required to support the organization now and into the future.
Develop strong cross functional relationships with teams such as Product Management, Market Research, Merchandising, Marketing, Brand, Analytics and Store Operations to deliver experience that support wholistic business needs and points of view.
Develop and execute research proposals and/or plans that outline the UX problem statement, research objectives, business goals, customer hypotheses, measures of success and final deliverables.
Manage a flexible Human Centered Design process that adequately balances risk, business opportunity and customer impact with research and design efforts.
Responsibilities + Skills
Advanced level knowledge and experience with a broad set of qualitative and user-centred research methods: contextual inquiry and ethnographic field studies, one-on-one interviews, focus groups, usability testing, usability/heuristic analysis, concept testing, competitive assessment, listening labs, survey development, etc.International eCommerce exposure in similar retail environments and advantageDevelopment experience in mobile customer products (Apps, Web)Understanding of UX Tools, AB Testing platforms
Graduate degree in Human Computer Interaction, Interaction Design, Human Factors, Psychology, Anthropology, Cognitive Science or similar degreeAdvanced post-graduate degree desirable
Advanced level knowledge and experience creating user experience strategies and deliverables such as experience strategies, information architecture, user content strategies, mobile heuristic design, wireframes, interactive prototypes, design specifications, service blueprints, etc.